A Happy Customer is a Loyal Customer
The U.S. Postal Service has made improving the customer experience a priority. Postal officials see a positive customer experience as a key to revenue generation because customers are more likely to...
View ArticleModeling Isn’t Just For Ships Anymore
The digital revolution has changed communications, and with it, the operations and finances of the U.S. Postal Service. It also has brought deep changes in the way we design networks and analyze...
View ArticleShop, Drop, and Mail
This holiday season many of us will find ourselves rushing from one errand to the next, often visiting a variety of stores to accomplish all of our tasks. Wouldn’t “one-stop shopping” be easier?...
View ArticleYour Experience with the Customer Experience
The U.S. Postal Service has a wide spectrum of customers, from businesses and organizations to every household in the United States. Balancing the needs of these customers is no small task, yet...
View ArticleClerk or Kiosk or Both?
Postal customers often choose to stand in line at the counter of their local Post Office, even as an open self-service kiosk sits nearby. In some cases, customers might prefer to interact with a window...
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